Job Description

Oversee and ensures Learning managers manages training programs and learning experiences for adult learners in site.
Hires, trains and supervises a staff of Learning Managers.
Help develop/implement training programs for contact center personnel, which may include management development programs.
Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.
Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
Facilitate to design learning strategies to fill needs as identified through analysis and in partnership with
Coaches, Operations Managers, Learning Managers and Directors.
Conducts the most complex training classes in the absence of the Learning Manager.
Evaluates and help develop standards for monitoring agents/representatives.
Ensures that feedback programs provide agents with guidance to correct problems.
Conducts train-the-facilitator sessions to keep trainers and Learning Managers effective.

Qualifications:

Four-year college degree or equivalent directly related work experience.
3-5 years of proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.
Solid understanding of training processes and practices for adult learners.
Strong understanding of computer basics (Windows, Excel, Word, e-mail and Internet).
Strong problem-solving skills, research skills and decision-making skills.
Excellent interpersonal skills. Organization and time management skills.
Excellent listening and oral/written communication skills.
Ability to manage projects and deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems.
Good judgment and the ability to express thoughts clearly and simply.